January 2006 - otrs - OTRS mailing lists

"Cannot allocate memory at Kernel/System/Log.pm line 79 <PRODUCT> line 4"
by Mark Nernberg 13 Jan '06

13 Jan '06

I have just moved my OTRS installation from one box to another. The database transfer went fine, along with everything else. On both, I'm using Apache 2.0.55, Perl 5.8.7, and mod_perl2 2.0.2. On the old box, everything works fine. On the new one, when trying to login to OTRS, I get the following error: [Mon Jan 09 23:21:59 2006] [error] Cannot allocate memory at /usr/ www/portal/otrs//Kernel/System/Log.pm line 79.\n The problem is *not* mod_perl related -- at least not directly. I get the same errors when running "# perl index.pl". The same error also occurs with any of the other indices (installer.pl, customer.pl, etc.) in the cgi-bin directory. I should add the full log from setting debug in Config.pm: Debug: Config.pm ->Get('CGILogPrefix') --> OTRS-CGI Debug: Config.pm ->Get('SystemID') --> 02 Debug: Config.pm ->Get('LogModule') --> Kernel::System::Log::SysLog Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('LogModule::SysLog::Facility') --> user Debug: Config.pm ->Get('SystemID') --> 02 Debug: Config.pm ->Get('LogSystemCacheSize') --> 4096 <h1>Software error:</h1> <pre>Cannot allocate memory at /usr/www/portal/otrs/bin/cgi-bin/../../ Kernel/System/Log.pm line 79, <PRODUCT> line 4. </pre> <p> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. </p> [Tue Jan 10 00:44:13 2006] index.pl: Cannot allocate memory at /usr/ www/portal/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79, <PRODUCT> line 4. -- Mark J. Nernberg Director of Technology 1-Fast Computer Service (412)478-6262 http://www.1fast.us/ Customer Support: support(a)1fast.us Providing secure technology solutions since 2003.

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About Stats(Reports)
by Priya b 13 Jan '06

13 Jan '06

Hi All.... I need to generat reports in Stats.For that i need to create perl modules.But i m new to generate perl MODULES... Plz..Help me. & let me kw if smone has already created such modules for generating reports in stats.(Rather than previosly existing one.) Or give me some hint.. Thank you.. Priya

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Miscellaneous question on tweaking OTRS behaviour
by Luca Corti 13 Jan '06

13 Jan '06

Hello all, here's a small list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience

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OTRS (Active Directory) still doesn't work.
by Mike Pietersen 13 Jan '06

13 Jan '06

I have had OTRS working when using the cookie based user authentication, but when I changed over to AD authentication it no longer works. All I get is: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 4. This "<PRODUCT> line 4." Error will increment and get larger if you hit refresh multiple times. I haven't modified the CustomerUser.pm at all, but I have modified the Config.pm to outline what they have on OTRS's website. It should be working, right? I probably haven't configured it properly, so I'm looking for some suggested direction on which angle to approach this at. >>> CONFIG.PM: <<< # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2005 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: Config.pm.dist,v 1.16 2005/05/27 18:12:15 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; # -- sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'DC=allstatefastener,DC=local', SSCOPE => 'sub', UserDN => 'CN=otrs,CN=Users,DC=allstatefastener,DC=local', UserPw => 'asfcorp02', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => 'sAMAccountName', 'cn', 'mail', CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail', CustomerUserPostMasterSearchFields => 'mail', CustomerUserNameFields => 'givenname', 'sn', Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'webdev2.allstatefastener.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'it(a)allstatefastener.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; >>> / CONFIG.PM: <<< Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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Re: OTRS (Active Directory) still doesn't work
by M Maki 13 Jan '06

13 Jan '06

Mike, This is how I got it to work. I also have it working on version 2 even though the message below refers to version 1.3.2. http://lists.otrs.org/pipermail/otrs/2005-December/009772.html Hope this helps... Mike otrs-request(a)otrs.org wrote: > 1. OTRS (Active Directory) still doesn't work. (Mike Pietersen) > > I have had OTRS working when using the cookie based user authentication, > but when I changed over to AD authentication it no longer works. > > > > All I get is: > > Can't locate object method "new" via package > "Kernel::System::CustomerUser::LDAP" at > /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 4. > > > > This "<PRODUCT> line 4." Error will increment and get larger if you hit > refresh multiple times. > > > > I haven't modified the CustomerUser.pm at all, but I have modified the > Config.pm to outline what they have on OTRS's website. > > It should be working, right? > > > > I probably haven't configured it properly, so I'm looking for some > suggested direction on which angle to approach this at.

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Deleting attached files
by Adam Getchell 13 Jan '06

13 Jan '06

Hello all, I've Google'd and looked on the mailing list archives. Is there a way to strip attached files from a ticket we want to close? I also looked at the Generic Agent to see if there was an answer there. *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu

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Changing priority
by Jennifer Valdez 12 Jan '06

12 Jan '06

Is there a way for the customer to change the priority of a ticket? For example, a ticket was submitted with normal priority (priority 3), but much time has passed and the request has now become urgent. Is there any way for the customer make this change? Or do they just have to send a follow-up email? Thanks, Jennifer

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Error message: Module '' not found! (OTRS 2.0.4)
by Björn Wiberg 12 Jan '06

12 Jan '06

Hi everyone! Just wanted to check if anyone has an idea of what the cause of the following message could be; When logged in as Admin in OTRS 2.0.4, editing the "My Queues" listing by performing any change in the listing yields an error message: ---8<--- Fel: Module '' not found! Kommentar: Rapportera fel: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Thu Jan 12 17:52:40 2006 Message: Module '' not found! Traceback (26102): Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 129 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: /usr/local/share/otrs/support.student.uu.se/bin/fcgi-bin/index.fpl (v1.2) Line: 52 --->8--- We're running otrs/2.0.4p01-1 under Debian with Apache 2.0.55, mod_fastcgi 2.4.2-6, libcgi-fast-perl 5.8.4-8, libfcgi-perl 0.67-1. Support for multiple instances by setting environment variables in FastCGI and pulling in a separate configuration file, from Config.pm, for each instance; also setting PERL5LIB to /usr/local/share/otrs/support.student.uu.se ...which contains symlinks to the appropriate directory structures in /usr/share/otrs so that OTRS should be able to find all its needed modules. The line in index.fpl states: $Interface->Run(); And the line in AdminUser states: if ($Self->{MainObject}->Require($Module)) { ...where my $Module = $Preferences{$Group}->{Module}; ...and foreach my $Group (keys %Preferences) { ...is the loop over all groups. So for at least some group, the Module attribute is empty and so the loop "fails". The error message "Module '' not found!" appears to come from Main.pm, where Require finds no module with an empty name. This is also shown in the log: [Thu Jan 12 13:56:53 2006][Error][Kernel::System::Main::Require][44] Need module! [Thu Jan 12 13:56:53 2006][Error][Kernel::Modules::AdminUser::Run][129] Module '' not found! The log also shows that other attributes of the user changed correctly (they do). Everything worked fine in 2.0.1. Any ideas? Many thanks in advance! Best regards, Björn Wiberg Uppsala University IT Support Department Uppsala, Sweden

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v2.0.4 Changing Ticket Sequence Number
by Richard Mollel 12 Jan '06

12 Jan '06

(Re-posting...i did not receive my own posting initially.) Hi, I installed ver 1.3 initially, everything tested OK. Now i installed 2.0.4, and i do not see the choice for using a custom ticket numbers. It defaults to Ticket#2006011101000018 format. I need something shorter....where is this option? It was straight forward in the old installation. _Thanks in advance Richard. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Guide to customizing responses, auto-responses etc
by Peake, Jeremy 12 Jan '06

12 Jan '06

Is there detail info someplace that explains all of the option available for this? I really want a list of the available <OTRS_...> variables, but so far have found no documentation. For example, when I set a ticket to pending, I would like the notice to the user to indicate the exact date/time when the ticket will close. Right now I'm using the "status change" notification method for sending the user a notice, but would really like to include more info on the response. Thanks Jeremy P

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